7 tips to resolve complaints against banks

5 min readSep. 8, 2016

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The customer experience research firm Temkin Group gives banks a grade of 67% — just “OK” — and says the industry’s rating for consumer satisfaction has fallen from 71% in 2015.

Meanwhile, research from NTT Data Consulting, a consulting and data firm for the financial services industry, found that 1 in 3 bank customers has had a problem that’s never been completely resolved. Of the complaints that are resolved, 72% required the customer to have 2 or more interactions with the bank.

“We thought that was shocking,” says Patricia Sahm, one of the lead researchers. “There’s a gap between how banks think they’re resolving things versus how customers think things are being resolved.”

About the author

Allison Ross was formerly the senior banking analyst/reporter at Bankrate.
Before that, she worked at The Palm Beach Post, where she spent three years covering the retail industry, detailing trends and marking changes in the local retail landscape. She also jumped in on other business stories, including the Chinese drywall debacle. She followed the story of the tainted drywall as homeowners fretted about their health, as scientists tried to pinpoint the source of the problem, as lawsuits were filed, and as a burgeoning, multimillion-dollar industry of testers and 'remediators' emerged. Allison and a colleague at the Post shared a second-place Sunshine State Award in consumer reporting for a two-part series on Chinese drywall.
She later moved on to cover the nation's 11th-largest school district, as an education reporter for the Post. In that position, she covered the selection of a new superintendent, reported on the district's struggles to balance the budget, and broke news of the arrest of a controversial community activist who had allegedly been trying to extort the superintendent. (The superintendent wore a wire as part of the police investigation.)
Allison graduated from the University of Missouri with degrees in journalism and sociology. She is a proud Tigers fan.